ASPICE_SUP.9_01_01_Record&Review

SUP.9 Problem resolution Management

Ref

  • Ref.1 Automotive SPICE Version 3.1

1. Purpose

The purpose of Problem Resolution Management process is to ensure that problems are identified, analyzed, managed and controlled to resolution.

2. BPs

  • BP1. Develop a problem resolution management strategy.
  • BP2. Identify and record the problem
  • BP3. Record the status of problems
  • BP4. Diagnose the cause and determine the impact of the problem
  • BP5. Authorize urgent resolution action
  • BP6. Raise alert notifications
  • BP7. Initiate problem resolution
  • BP8. Track problems to closure
  • BP9. Analyze problem trends

3. Results

As a result of successful implementation of this process

  • A problem resolution management strategy is developed
  • Problems are recorded, uniquely identified and classified
  • Problems are analyzed and assessed to identify an appropriate solution.
  • problems resolution is initiated
  • problems are tracked to closure
  • The status of problems and their trend are known.

4. Output work products

  • Problem management plan
  • Problem record
  • Analysis Report
  • Evaluation report
  • Problem status report

5. Key Points

5.1 BP1 Develop a problem resolution management strategy.

  • Key Points
    • Problem resolution management strategy was identified and documented
    • A problem life cycle with assigned roles was defined
      • Responsibilities for performing these activities
    • An urgent resolution strategy
      • Alert notification are defined
      • Urgent resolution are defined
    • Probelem resolution activities
    • Interfaces to affected parties are defined and definitions are maintained.

5.2 BP2. Identify and record the problem

  • Key Points
    • Unique ID
    • Origin
    • status
    • Reproduce Information
    • Environmental Information
    • Detected by Whom
    • Root cause

5.3 BP3. Record the status of problems

5.4 BP4. Diagnose the cause and determine the impact of the problem

  • Key Points
    • root cause
    • Impact analysis
    • severity

5.5 BP5. Authorize urgent resolution action

  • Key Points
    • In case of urgent resolution is required, authorization is obtained according the strategy.

5.6 BP6. Raise Alert notification

  • Key Points
    • In case of urgent problem, Raise Alert notification

5.7 BP7. Initiate problem resolution

  • Key Points
    • appropriate actions
    • In case of initiating a Change Request to resolve the problem; Is it traced
    • Review the initiated actions

5.8 BP8. Track problem to closure

  • Key Points
    • Track till closure
    • Formal acceptance authorized for problem closure

5.9 BP9. Analyze problem trends

  • Key Points
    • Problem resolution management date collected & analyzed periodically?
    • Problem data
      • Where the problem occured
      • How they were found
      • When they were found
      • What were their impacts
    • Problem’s trend was identified
    • Actions related to the project initiated according to the defined strategy.

6. Q&A

Q1. What’s the contents of Problem resolution management strategy, What’s the key points ?

  • Problem resolution activities
  • A status model for the problems
  • Alert notification
  • Responsibilities for performing theses activities
  • Urgent resolution strategy
  • interfaces to affected are defined and definitions are maintained.

7. Review

  1. 定义问题解决管理策略
  2. 识别并记录问题
  3. 记录问题状态
  4. 诊断问题产生原因,并诊断其影响
  5. 授权紧急行动
  6. 提出警告通知
  7. 提出问题解决方案
  8. 跟踪问题到关闭状态
  9. 分析问题趋势
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